Role Summary:

We are seeking a Site Reliability Engineer (SRE) to support and enhance the reliability engineering, operations, and customer support for our ServiceNow SaaS platform. This is a hybrid role combining automation, process improvement, and production support with a strong emphasis on building and maintaining reliable and scalable systems. As part of a global SRE community, you'll collaborate with diverse teams and stakeholders to optimize system performance, resolve incidents, and drive service excellence.

The ideal candidate brings a blend of development skills, a problem-solving mindset, and a passion for operational excellence. Whether you come from a development, infrastructure, or systems administration background, if you're eager to apply SRE principles and deliver measurable improvements, we encourage you to apply.

Key Responsibilities:

Drive improvements in availability, performance, and scalability for the ServiceNow SaaS platform by optimizing and automating operational tasks.

Collaborate with global SRE colleagues to develop observability tools (metrics, logging, tracing, dashboards) that monitor and define product reliability.

Engage in incident response and resolution, particularly for ServiceNow and occasionally Linux-based on-premise infrastructure.

Participate in a global on-call rotation, ensuring timely response and remediation during incidents (time-off in lieu offered).

Contribute to knowledge documentation and ongoing efforts to understand and map dependencies in ServiceNow and associated systems.

Identify, prioritize, and address technical debt that hinders performance, reliability, or client satisfaction.

Collaborate in architecture reviews, process delivery improvements, and operational tooling development to support SRE goals.

Provide constructive feedback on policies and operational processes to continuously improve service delivery and team effectiveness.

Required Skills & Qualifications:

Minimum 7 years of relevant experience in software development, system administration, or infrastructure operations.

Strong proficiency in at least one programming/scripting language (e.g., Python).

Excellent troubleshooting skills across ServiceNow and Linux-based systems.

Strong interpersonal and communication skills; capable of building positive, productive relationships across teams.

Proven dependability in handling time-sensitive or high-impact technical incidents.

Commitment to continuous learning and improvement of reliability, efficiency, and customer satisfaction.

Preferred Skills:

ServiceNow administration or development experience (training available if not already acquired).

Familiarity with SRE principles such as task automation, technical debt reduction, capacity management, and monitoring.

Experience in a production support or DevOps/SRE role in an enterprise-scale environment.

Exposure to IT service management (ITSM), SaaS platforms, and enterprise toolchains.